The Integration of Digital and Offline Services in the Management of Education Information Systems: Implications for Parental Satisfaction

The integration of digital and offline services in the management of the Education Management Information System (SIMP) is essential to accommodate parents’ diverse information access needs. This study aims to analyse the integration of these two types of services and its implications for parent satisfaction at SMP Negeri 1 Diwek, Jombang. The study employed a qualitative approach using a case study design. Data were collected through interviews, observations and documentation, and subsequently analysed using the interactive model developed by Miles, Huberman and Saldaña. The findings indicate that digital services via the school’s website and WhatsApp are complemented by direct administrative services and circulars. This integration provides alternative means of accessing information, whilst the clarity and timeliness of the information support the delivery of services to parents. The ease of obtaining information and positive communication experiences are associated with parental satisfaction, although a causal relationship has not yet been established. This study proposes the concept of integrating digital and in-person services as an adaptive approach to managing access to information that is, a management approach that combines the efficiency of digital communication with the sustainability of access through in-person services.